Chattermill, which uses artificial intelligence to extract insights from customer experience data, raises $26 million

Quackery, a platform that helps companies discover insights by analyzing customer feedback data from various digital channels, has raised $26 million in a Series B funding round.

Founded in London in 2015, companies like Uber and Amazon use Chattermill to unify all of their customer data and integrate it with social media, customer feedback and support tools, online review sites and more to create a “Single source of customer truth” . to establish the company.

However, combining the data is only part of the Chattermill promise. Given the typically unstructured nature of customer feedback and conversations, Chattermill has developed its own deep learning models to extract meaningful insights from aggregated data. This may include finding ways to improve the overall customer experience, detecting relatively minor issues before they spread, and tracking the effectiveness of new initiatives specifically designed to improve the customer experience.

“The models are trained by learning to replicate how an expert would analyze that data,” Mikhail Dubov, Chattermill co-founder and CEO, told TechCrunch. “The models get smarter over time, reusing knowledge from millions of data points we’ve already analyzed and architectural improvements.”

Chattermill can be compared to several other experience management platforms, such as Thoma Bravo’s publicly traded B. Qualtrics and Medallia, as well as startups backed by younger companies like Wonderflow. While there are clear similarities, Dubov admits that one of its main advantages over the competition is the “quality of insights obtained” through its machine learning intelligence.

“While most companies use keywords or keywords, Chattermill looks for meaningful concepts in the data,” he said. “This provides robust categories that customers can rely on.”

Chattermill last raised outside funding through its $8 million Series A round nearly three years ago, and with another $26 million in the bank, the company plans to double its expansion into Europe and the United States.

“Companies understand that they need to improve the customer experience to win, but [they] They need help figuring out exactly what to work on and how to prioritize thousands of different initiatives,” said Dubov.

Chattermill’s Series B round was led by Beringea, with participation from Runa Capital, DN Capital, Ventech, Btov, SVB and Blossom Street Ventures.